Helpdesk Supervisor

Job Title: Helpdesk Supervisor

Pay Rate: $45 per hour

Schedule: Monday to Friday (9:00 am to 5:00 pm)

Job Description:

The Helpdesk Supervisor shall have at least three (3) years of experience working in a

helpdesk environment as a helpdesk technician/analyst.

Job Responsibilities:

? Supervise the daily operations of the helpdesk, ensuring the delivery of

high-quality technical assistance to end users.

? Coordinate call taking, triage, and dispatching activities to ensure timely

resolution of issues.

? Provide telephone support and screening, effectively determining the nature of

problems and escalating them as required.

? Oversee level 1 remediation activities and escalate calls for desk side/server side

resolution.

? Utilize the InContact ACD system to interface with the FDNY phone system,

directing, queuing, presenting, and recording calls in the order of receipt.

Job Responsibilities:

? Configure and maintain the ACD system, including setting up welcome

messages, menu options, call prioritization, call back functionality, and off-site

access during emergencies.

? Ensure fault tolerance and monitor call metrics and reporting for performance

evaluation and process improvement.

? Update and maintain current client lists, personnel lists, personnel folders,

master codes, data entry, and product identification information.

? Manage and lead a team of help desk personnel, providing guidance, coaching,

and training as needed.

? Foster a positive and collaborative work environment, promoting teamwork and

excellent customer service.